Business Process Design & Improvement Sr Analyst (Account Management) 25 Locations

Company

Cox Communications, Inc.

Business Operations

Business Process Design & Improvement Sr Analyst

Individual ContributorCan work remotely but need to live in the specified city, state, or region

Yes, 5% of the time

Day

Compensation

Compensation includes a base salary of $79,400.00 - $119,000.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Cox is taking a new direction that will reimagine our customer experience — from how we communicate and how it feels to do business with us to the role we play in people’s lives. The success of our approach depends on our ability to deliver differentiated customer experiences that provide measurable value throughout the customer’s experience journey with Cox.

The Business Process Design & Improvement Sr. Analyst (Account Management) will be pivotal in owning the end-to-end Cox customer experience for Account Management across various channels and functions. We seek a leader with experience in processes, policies, solutions, and support. This individual will influence the design and delivery of enhanced customer experiences by collaborating with leaders in strategy, solutions, and customer touchpoints across the organization.

Key Responsibilities

• Represent Account Management throughout the experience strategy lifecycle, including research, customer experience design, feasibility, business case development, as-is and to-be requirements, financial and operating metrics, product launch, and process roadmaps.
• Focus on the human, organizational, and customer experience aspects of business practices, processes, and policies, driving their transformation.
• Identify, implement and support effectiveness measures for customer-facing channels, incorporating Customer Listening Engine and functional metrics reporting, surveys and other measurement and feedback solutions as appropriate.
• Provide continuous and visible leadership for current and future end-to-end (E2E) experience improvement efforts.
• Monitor performance trends, effectiveness, and stability to ensure the intended customer experience is delivered and resolve any defects.
• Assess the effectiveness of existing business processes and develop sustainable, repeatable, and quantifiable business process improvements.
• Drive continuous improvement by shaping the current state and future design of the enterprise’s customer experience, including streamlining processes, eliminating redundancy, implementing customer-friendly policies and scoping capabilities.
• Leverage customer and employee feedback, along with qualitative and quantitative inputs, to identify opportunities and drive improvements.
• Define KPIs, policies, processes, capabilities, and engagement processes.
• Ensure compliance with government regulations, privacy, and security practices.
• Partner closely with channel and functional leaders (e.g., Digital, Contact Center, Field, Product) to ensure consistency of the intended experience across teams and identify opportunities for improvement.
• Support product and initiative launches.
• Work with Care Desktop Solutions and IT partners as needed to support development efforts of agent and customer support solutions, including system design, testing, documentation, and operational implementation
• Lead and/or support key strategic initiatives associated with process learning and improving customer experience.

 

Minimum Qualifications:

• Bachelor’s degree in a related discipline and 4 years experience in a related field. The right candidate could also have a different combination, such as a master’s degree and 2 years experience; a Ph.D. and up to 1 year of experience; or 8 years experience in a related field
• 2 years or more of process experience
• Experience with Cox-internal platforms such as ICOMS, Solutions, Center, ICE, Agent Pay Tool, or working with Cox-specific instances of databases such as Oracle/SQL.
• Strong knowledge of MS Word, Excel and PowerPoint
• Process mapping experience
• Demonstrated problem-solving skills and the ability to identify root-cause issues.
• Excellent interpersonal, leadership, presentation, and collaborative skills to work effectively with teams throughout an organization.

Preferred Qualifications:

• Experience with billing, payment and/or technical support tools such as ICOMS, Digital/Self-Service and/or Agent Solutions
• Experience working with frontline contact center or retail agent teams
• Ability to lead and/or manage multiple projects or workstreams and to manage competing priorities.
• Ability to work autonomously with little or no supervision.
• Ability to build / execute project plans, including risk mitigation.
• Experience with bringing order to unstructured problems.
• Experience (or comfort) with working in high-change environments.
• High adaptability, including the ability to react and adjust based on new knowledge or circumstances. 
• Experience with Lucid or other process modeling and design tools.
• Ability to solicit and apply feedback to maximize personal strengths, address development areas, and build new skills.

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.